Job Description
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With over 1.3 million members RAC is one of WA's most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA".
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We are seeking a Quality Manager to provide strategic leadership to our teams responsible for quality assurance, knowledge management, complaints, remediation, risk and compliance . You will establish solid governance, deliver integrated insights and drive improvements that support regulatory obligations, operational effectiveness and member experience outcomes.
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You will be an experienced people leader who builds capability, partners effectively with stakeholders and creates an accountable, collaborative and psychologically safe culture.
What will you be doing? n
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Direct the S&MS; Quality Assurance framework, transaction monitoring, standards, scoring and calibration.
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Strengthen knowledge governance and lifecycle controls to deliver accurate, accessible frontline resources.
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Govern complaints, investigations and remediation to deliver timely, fair and consistent outcomes.
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Advance risk and compliance through assessments, control testing, audits, breach management and remediation.
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Translate data into integrated reporting and insights that support informed decisions.
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Analyse trends and feedback to identify systemic issues, emerging risks and improvement opportunities.
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Deliver simplification, efficiency and strategic change to improve member, employee and business outcomes.
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Build a high-performing team through clear expectations, coaching, accountability and psychological safety.
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Influence stakeholders and champion credible quality solutions in governance and client forums.
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What you will bring? n
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Experience in quality, quality assurance or operational excellence within a contact centre or similar environment.
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A strong understanding of quality management, transaction monitoring and compliance standards.
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A genuine passion for leading, coaching and developing high-performing teams.
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A track record of delivering business improvement, process change and re-engineering initiatives.
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Strong analytical skills, with the confidence to turn data and trends into clear, actionable insights.
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An engaging, collaborative communication style and the ability to influence stakeholders and navigate complexity.
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Excellent organisation and documentation skills, with proficiency in spreadsheets, reporting tools and quality platforms.
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A member-focused, values-led approach, supported by ownership, attention to detail and resilience.
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What can we offer you? n
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A full-time, permanent position within your local community.
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Career development opportunities and ongoing training.
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An inclusive, supportive workplace where all abilities can thrive.
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RAC benefits, including free Roadside Assistance and discounts on insurance, holidays, products and services.
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Member benefits and access to an active Social Club.
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Applications close COB Friday 9th October ****.
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#BetterJourneysRAC
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📌 Quality Manager (Western Australia)
🏢 RACWA
📍 Western Australia